The document outlines the continuous improvement process for a company. It includes a Total Quality Management (TQM) pyramid that shows the key steps an organization must follow to achieve quality levels, with leadership and management support at the base. It also includes a TQM model showing aspects like total involvement, customer focus, planning processes, and process improvement. Additional slides provide details on elements of TQM, determinants of product and service quality, and principles of TQM.
2. TQM Pyramid
TQM
Culture
Leadership
Process Quality
Involvement
Customer Driven
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Ownership Management Support Mission
Planning Vision
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Measurement Informatics SPC, Cost of Quality Documentation ,
Reporting Testing ,Tools, Presentation
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Rewards & Recognition Training, Teams, Awareness
Empowerment , Partnership
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Values Empowerment Continuous Improvement
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This pyramid shows the
key steps an organization
has to follow to achieve
the optimal quality levels.
You can alter these steps
as per your requirements
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3. TQM Model
Total Involvement
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TQM
Continuous
Improvement
Customer Focus
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Planning Process
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Process Improvement
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Process Management
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Below is the TQM model
showing the various
aspects undertaken to
ensure the quality
standards. You can alter
these aspects as per
your needs.
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4. 4
Customer Focus in TQM
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5. Planning Process in TQM
2013
2014
2015
2016
2017
2018
2019
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6. Process
Management in TQM
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2016
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2017
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2018
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2019
7. Business Process Improvement
7
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5 Stages
Continuous
Improvement
Process
8. Involvement
of People
8
This principle recognizes that an
organization is nothing without its staff.
That their abilities should be used to full
effect for business success.
9. TQM Elements
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Continuous Improvement
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Competitive Benchmarking
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Employee Empowerment
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Team Approach
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Elements
10. Determinants of Product Quality
Performance
Characteristics of the
Product
Durability
Resistance and long life
of the product
Safety
Injury risk
Special Features
Some additional features
Reliability
Performance consistency
Evaluation
Evaluation of quality &
reputation
Aesthetics
Design, touch, taste, Fitting,
Finishing etc.
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11. Determinants of Service Quality
Reliability
Consistency of Performance & Dependability
Responsiveness
Willingness or Readiness of Employees
Competence
Required Skills & Knowledge
Access
Approachability & Ease of Contact
Courtesy
Politeness, Respect, Consideration, Friendliness
Communication
Keeping Customers Informed
Credibility
Trustworthiness , Believability, Honesty
Security
Freedom from Danger Risk , or Doubt
Understanding/ Knowing The Customer
Understand The Customer’s Needs
Tangibles
Physical Evidence of The Service
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12. Importance of Good Quality
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Improved
Quality
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Increased
Profit
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Company
Reputation
Product
Liability
Higher
Price
Higher
Productivity
Lower Cost
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13. Consequences of Poor Quality
Increased Cost Lower ProfitsDamaged Brand
Lost Revenue Lost of ProductivityLost Customers
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Poor Quality = ncreased Business Risk
“ Quality Gap” : High Cost of Failure
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14. TQM Principles
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Process ApproachStrategic & Systematic Approach to Management
Involvement of PeopleContinual Improvement
LeadershipFactual Approach to Decision Making
Customer FocusMutually Beneficial Supplier Relationship
15. ISO Certifications
ISO:9001 ISO: 14001 ISO: 27001 ISO: 22301 ISO: 29990
Helps organization to produce
desired outcome
Ensures ongoing controls
Enhance customer
satisfaction by meeting
customer requirement
Helps organization to
reduce waste handling cost.
Enhance branding of
organization.
Increases profitability by
saving energy.
Manages and minimizes
risk exposure
Helps you to comply with
other regulations
Provide you with a
competitive advantage
Flexibility during
disruptions
Competitive advantage
Cost savings
Maintain optimum client
delivery level
Competitive advantage
Helps in establishing
company quality model
Increases market
presence
Global marketability
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We have listed down the
major certifications wrt to
the quality standards
which an organization
can attain. You can
choose the relevant one
and grey out the rest.
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18. Our Mission
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Mission
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Goal
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Vision
19. John Smith
CEO
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Tomas Cross
Graphic Designer
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Our Team
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20. About us
20
Target Audiences
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Preferred by Many
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Value Clients
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21. 65%
Minimum
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Medium
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90%
Maximum
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Financial
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22. 22
Venn
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